The rise of artificial intelligence (AI) is sparking debate about its impact on the customer service industry, with predictions suggesting AI could significantly reduce the need for human call centers. While AI offers potential efficiencies and improved customer satisfaction, concerns remain about its limitations and the desire for human interaction.

• Gartner predicts AI will autonomously resolve 80% of common customer service issues by 2029.
• Salesforce's AgentForce, an AI-powered customer service platform, has seen 94% of customers choose AI interactions when given the option.
• The chief executive of Tata Consultancy Services, K Krithivasan, stated AI may soon mean “minimal need” for call centers in Asia.
• One company, DPD, had to disable its AI chatbot after it criticized the company and swore at users.
• Gartner analyst Emily Potosky notes that while AI offers natural conversation, it can "hallucinate, give out-of-date information, or tell you completely the wrong thing."
• Proposed legislation in the US and potential EU mandates by 2028 may require businesses to disclose AI use and offer a "right to talk to a human."